Reviewer Photos & Videos
DO. NOT. USE.
The internet they claim to offer does not work, they do not fix it despite saying they will send an engineer, and are rude when contacted. I've called once a week for 6 months and will never use them again.rhyw offer no refunds at all and are beyond dismissive of any issues you have.
Fair weather provider
Every time it rains we lose connection, have told them numerous times, but nothing has been done about it. Don’t waste your money! Dial up was more reliable! At first I was happy because initial install was fast, but too bad they ended up disappointing.
Garbage sign in process with lockout maximum no. of users
Speed is OK, 10-40mb/s, however the connection drops out sometimes and then refuses to let you sign back in. Seems to have a maximum devices feature on the WIfi that locks out devices randomly which is incredibly frustrating when working from home and suddenly you cant access the internet for 2 hours.
Tried customer service about 5 times, they always take ages to get onto and then try all the same thing, reset everything and you eventually get it working again and device signed in until you turn your PC back on the next morning and it all star...ts again. It would all be okay if they didnt have this stupid glitchy connect page required instead of just a wifi modem passkey. Using this company from an apartment so forced to use it. Not impressed with this company and I absolutely despise Optus and Telstra but I'll probably have to go back.
Internet always fast, great customer service
While I couldn't get on to a phone rep, the online chat rep was so much help and solved all my problems within 5 minutes. I have found if I ever get a drop out, I just sign in on one of my devices and it's back up. No worries at all.
customer service is great. they responded very quickly to my problems. the network speed is suitable for normal usage like browsing or checking emails. I wouldn't recommend for movie streaming and for downloading large files. the connection and disconnection to the internet service are super fast and doesn't cost you a penny. Overall, it is a good experience with Freedom Internet.
- Verified customer
This must be a joke! I wish I could give 0 stars
I had to wait more than 10 days to get my password to access the internet, I received it exactly on the 21st of January, I was forced to use the shared connection which is even more bad than the normal one, while they claim to connect your apartment to the internet in 24h. So basically I paid for 1 month and only got 20ish days of the service, which was HORRIBLE. I got the pro internet plan, the internet keeps dropping out on a daily base, the pro was supposed to be 100 mbps and I never had anything more than 10 mbps. They actually know they ca...nnot provide anything close to that speed but they just don’t tell you so you can pay more. Customer service is horrible, no technical knowledge whatsoever. Just acknowledging a problem, saying 'they are doing everything they can to fix it asap....'. Sure. They haven't got an idea. I tried to contact them something like 50 times and had no answer. One day I opened my laptop on their support chat and after SIX hours someone replied, of course he didn’t have a clue of what he was saying, he was just sending the premade answers like a bot. At the end of the conversation he said I was gonna be contacted by level 2 to fix my problems and for a refund in 48hrs and guess what? They called me back after 10 days, when I picked up the call a guy just vomited a sermon in such a strong Indian accent that I couldn’t understand anything, so I asked if he could repeat what he saids and he just went “we gonna fix your problem” and hang up the call. Don’t waste your money and your time on this provider, they are absolutely a joke. Update: I wanted to give them a second chance, Of course they tried to get in contact with me to avoid that I was gonna publish this review, I replied straight away to their automatic message (asking for my email and address, so they could identificate me and solve the problem) but obviously they didn’t reply back. Oh and of course as I’m writing this update the internet is down since 24h, during lockdown, well done freedom internet.
Rubbish Company / Crap Internet
I am so sick and tired of going through this same issue multiple times every day.
I followed your request last time and I called your customer service line to let you know that I was still having issues with my service. I get a call back from your technician however I missed the call as I was at work, and as it was called from a private number I was unable to call them back and the message that was left didn’t leave a name or a number. I eventually called and went through the whole story again to be told that someone would call me, a techni...cian called back and advised that they could send someone out however only between the hours of 9am and 3.30pm Monday to Friday which as I start work at 8.30am and don’t get home till 6pm this is totally unsuitable and the idea of taking a day off work and losing money is totally unacceptable, so when you say your company is happy to help, what u really mean is happy to help as long as it fits in with your schedule which I can assure you I have been inconvenienced enough by this. I woke up this morning and my internet was not working and as I left for work my cctv was not active as it runs off wifi, I tried to call the the office at 8.30am and after 22mins on hold I had to hang up as I had to work. 3 hours later the internet started working again. Now tonight i got home and whilst working and watching some videos it constantly kept cutting out and saying the internet has time out. I immediately called your office to be greeted by the same lame trouble shooting questions and after 30mins Advised that they had changed my settings and it would now be working, but I guarantee give it two hours and it will be back to playing up again. I have been collecting screen shots and evidence of the last 3 months so if it isn’t fixed very soon and compensation given then I will be contacting the ombudsman. I am done with this
Cancellation of Plan
There was a cancellation fees of 199 even if I told them I am going to move out, then they suggested me to stick one more month to let the plan end, I will never ever be a customer of freedom internet.
Literally the worst internet connection
Spending $69/mth on wifi at a hotel apartment, connection is absolutely terrible. Won’t connect wifi to smart tv so can’t watch Netflix & connection on phone is so slow that sending mms doesn’t happen half the time & connection drops in and out. Spent half of Saturday morning on the phone with [name removed] from customer service who was lovely, but unfortunately it’s almost midday Sunday & still nothing is working. Save your money & go with a company that actually works.
It’s now Tuesday & it’s still not working.
Never use this company
I have used this company for 12 months and the service and connection has got so bad over the last 6 months that virtually I am giving them $$ for nothing. I ring them every day and the answer is the same (if u get thru). The speed is non existent, it logs u out every hour and there is no customer service. I am in a contract so this is c why I persisted but it’s got to the stage where I have to forgo my $$ and just go with another provider. The hassle of trying to contact them and the techs trying to sort out the exact same issue repeatedly i...sn’t worth the grief of continuing with them. Do ur self a favour and don’t bother even signing up - ur wasting ur time and $. It’s so bad I can’t even log into their site anymore because their software doesn’t recognise me as a customer! Honestly how much more do u want to hear before u realise this company should be overlooked.
Awful Internet Service and Awful Customer Support
Connection of the internet was unreliable. It was much better than ADSL with reaching around 20mbps to 30 mbps download. However, drop outs were very frequent and was unreliable. I would definitely not recommend Freedom Internet.
We would need to call up every month for drop outs, and follow the same routine of turning it off and on. Only a couple of times would they 'send out a technician' which would've contacted us to give us results. However, the problem still persisted after they send out technicians to 'fix it'.
At one point we reques...ted for the issue to be escalated after calling for the 5th time. They informed that a technician was sent, but we were not given an update. Called up to cancel our contract since the service were poor. Called on the 2nd of Feb. on a Sunday. The Customer Support rep looked at our profile and said that they would put in the request to cancel without having to pay for the last month and that we would get a call back on the following Monday or Tuesday. They mentioned that the previous 'technician' request had actually not done anything and admitted there was a fault on Freedom's end. No calls received so I called up on the 5th of Feb on Wednesday, said that they would personally talk to the manager and personally give us a call back on Thursday or Friday. No call back was given, so I called again on the 8th of Feb on Saturday. Again was given the same excuse that they would personally tell the manager and give us a call back to confirm the request on Monday. Yet again no call call back on Monday the 10th of Feb. So I called back on Tuesday again, and was informed the cancellation request was put through and confirmed.
The definition of overpromise and underdeliver.
I purchased unlimited pro tier. I paid for 100mbps but getting 20.
I've called their number 4 times now. Every time I have been told they will talk with their "engineers" who will call me back the next day. The next day, I wait all day and nothing happens. I call back. I can get placed on hold upwards of 30 minutes. Right now, I am writing this review while on hold with one of their agents while I wait for their tier 2 person to respond. The lady on the line hasn't said anything for the past 30 min. I even asked "are you still there?" on the ...phone and got no response. I think she just put the phone on the table and has ignored me. What a joke of a company. *edit* A couple of days later. I've been on hold now for an hour now waiting for a customer service rep to answer the phone. My roommate has been complaining about dropping connections all week. I thought it was because of the weather, but right now it bright and sunny and I am experiencing drops and really slow connections. I'm at a loss about all of this.
Advertised 50Mbit, Actual was 5KB/sec with 10% packet loss, no refund offered
Hotel offered $9.95/day 50Mbit wi-fi internet provided by Freedom. Terrible speed and packet loss, support replied 8 hours later with a typical 'restart your router' suggestion. Its their damn router! No offer of refund, even when directly asked.
Verry unhappy about Freedom
I moved house 2 months ago and since Freedom was already in the apartment, I decided to cancel Telstra and go for Freedom. Setting up was really easy, just needed to create an account, pay, and within the next day I received all details to connect to the WiFi.
However, the internet keeps dropping out on a daily base. I noticed that its always around COB each day, 4pm-5pm? I think, literally, their network cant handle the requests.
Customer service is horrible, no technical knowledge whatsoever. Just acknowledging a problem, saying 'they are ...
Terrible-take your money & run-don't follow up with installation; you speak to someone in The Philippines & no response
The worst service I could ever imagine - 11 days later I have paid a premium $84 for a service that I still don't have - no one has contacted me although supposedly this should have happened within 24 to 48 hours - Freedom is not suitable in my opinion if you are a small business owner. You can only speak to The Philippines and no one responds to your call - don't use this provider unless you are a light user.
- Verified customer
Very bad Fiber connection speed
My background is Telco and i have never come across such a unreliable connection and speed as Freedom on the Gold Coast. I supposed to have unlimited Data and over 2.5mps. It is so frustrating that i have to use my Internet 4G dongle, due to the issues. I will cancel the subscription in one weeks time.
DO NOT USE FREEDOM!
Well what can you say about the worst company in Australia. Staff are friendly.. but gee is the product bad. Slow. Constant drop outs. They will want to send someone to your apartment to fix the speeds. Why? Just make it work to start with or fix it on your end - i shouldn't need to take a day off.
DO NOT WASTE MONEY ON THEM.
Worst internet provider on the Gold Coast!!
Reliable? It doesn’t exit in their service.
It’s almost imposible to get a talk with them without waiting 40 minutes on the phone, or waiting for a call back half day.
Even when the guys from customer service are polite, the service is hopeless. They never take decisions and the usual answer is: “I will send a request to the management team”.
Don’t got with them! Awful experience.
This company is a scam - do not use. Will steal your money
Went on holiday to NSW. Paid $30 for a weeks internet. Worked for a few hours then stopped working. Spent an hour trying to get through to someone to be lied to that it would be fixed and up in an hour. Multiple phone calls later, was told there was system maintenance and they did not know when it would be fixed. Said they would refund the money!!!! It is now two weeks later and still no money. I have literally spent 5 hours of my life trying to sort this mess out. Very very very frustrating. Customer service is a joke. They have committed fraud, by taking my money and not offering a service.
Connection seems to be fine. But sometimes become slow. It was very irritating in time of surfing.
Need to reconnect and connect to make it working.
Rest, experience is quite good.
The reviewer stated that an incentive was offered for this review
Questions & Answers
Can freedom pop handle video gaming and services like PlayStation Vue at the same time
Freedom I.Freedom Internet
Hi Deanna, The Freedom Internet Connection can certainly handle video gaming and Playstation Vue at the same time. If you encounter any speed or signal issues, you can contact tech support at 0730673676 so we can assist you. Thank you.
Freedom I.Freedom Internet
Hi Mark N.,
Thanks for bringing this to our attention.
We would like to get more information on your speed issue so we can look for a solution.
Please contact our Customer Service hotline at your earliest convenience at AUS +61 7 3067 3676 | NZ +64 9 281 2970 or chat with us via www.freedominternet.org.
The Freedom Internet Team
Hi. I am a freedom internet customer at Chevron renaissance surfers. I am moving down the street to another unit. Can. Still use my username and password over there or s I need to change something.
Freedom I.Freedom Internet
Hi Dennis. When you arrive at the new location, you will need to contact the customer service line, phone number 0730673676, to see if we provide service to the building that you will be moving to. Regards.
How can I get Apple TV working with a Freedom Internet connection? I want to connect my PC to the TV via Apple TV. I have tried via iTunes and AirParrot. However I can't get the Apple TV to accept my Apple Id/password to enable the connection. Apple TV supposedly uses some TCP ports 53, 80, 123, 443, 3689. Does this cause a problem, and if so, how do I get around it?
Freedom I.Freedom Internet
Hi Norwis. For some buildings, you will need to call and provide the wifi MAC address and we can add the Apple TV to the network after that. For some buildings, you will just need to connect to the locked wifi hotspot and enter the wifi key. Please contact us at 0730673676 so we can assist you and give you instructions that are specific to your setup. Thank you.
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